Why are you (as a customer) so rude? Disgruntled employees want to know.

I hear this question — more of an excuse really — often and usually from low-scoring customer service representatives.  These types of reps whine and complain about the customer being rude, shifting all blame onto you, the paying customer. And if you stop and think, it makes perfect sense!  Let’s unravel this together for a moment: a customer calls or emails a company to inquire about a product or service. If this customer’s first interaction with this company is negative, she or he will assume that all subsequent encounters will be negative as well. After such bad customer service, customers’ expectations of future interactions are low and they are ready to be treated poorly and unfairly. So, of course, they are going to be rude! But that doesn’t mean that we should combat rude behavior with rude behavior. In combat, no one ever wins.

Real World Story: Recently, I needed to schedule myself for a medical lab test. I called the lab’s office, which was referred and recommended by my doctor, to see if I needed to make an appointment. The woman who answered the phone spoke so quickly that I couldn’t understand what she said. I was hit with the immediate impression she was in a hurry and didn’t want to be bothered; I was not important. My defenses naturally went up, and I began to stammer in frustration. I nervously asked, “Is this LabCorp?” She replied with a disgusted “Y-e-s!” I told her that I needed a test and asked, “Do I need to make an appointment, or do I just walk in.” She replied, “We don’t take appointments.” “Oh,” I replied, “Um, is there a better time than others to come in?” Without any interest whatsoever, she replied, “No.”

Ugh. I dreaded having to go to this place after that telephone encounter! If staff behaves like this woman on the phone, what are they like in person?!

Days later, it was time for my lab test. I couldn’t put it off any longer. Naturally, as I approached the medical building, my defenses were up and ready for combat. I was ready to be yelled at. And more unfortunately, I was ready to combat bad behavior with my own bad behavior. I guess, you could say, I was ready to be one “rude customer.”

When I walked in, the receptionist was smiling and laughing with her coworkers. As soon as she saw me, her smile turned into a frown, and she said nothing to me—no greeting whatsoever. I timidly handed her my doctor’s referral paperwork with a return envelope. She immediately flung the envelope back at me saying, “Here’s this.” I mumbled something about mailing the results in that envelope. She retorted, “We automatically mail the results. I don’t know what that envelope is for.”

Without making eye contact, she handed me a form and ordered me to fill it in. When she discovered that I made a mistake, she quickly pointed out my error and told me to fix it. After the paperwork was finally completed, she told me to have a seat.

I sat down feeling like I’d just been processed – like cheap ground chuck at a meat packing plant.

As before, I was now dreading the next part of the testing process. This time, I decided to take back control and be my usual friendly self. When a female technician called out my first name, I approached the door with a big smile on my face. Of course, she was not at all interested. She gave me brief instructions, which I lightheartedly joked about the whole time. At the end of our “processing” interaction, she was actually smiling, telling me, “Enjoy the rest of your day.” Aha! I call that an “attitude 180.”

Now consider what would have happened had I not been friendly. I bet she would have processed me with the same rude behavior displayed by the receptionist. So sad that would have been.

So what are the consequences of their rude behavior? For starters, I will never, ever, ever return to this medical practice. Second, I will never, ever recommend this office to anyone—and will advise my doctor accordingly. Third, I just wrote a blog post about the entire horrible experience! (Although, all names have been changed to protect the guilty. Well most of them : ) Great publicity, huh?

Strategies to turn it around:

1. Fully train your front line people — every single employee who comes in contact with a customer, whether in person, on the phone or on the web. Train on how to greet customers immediately and to do so in a friendly and approachable manner, with a smile on their face. (First impressions count! And you get one opportunity only at first impressions.)
2. Train all employees to SMILE. (Yes, I said it again. Are you catching the drift?)
3. Do not combat rude behavior with rude behavior. Instead, “kill” them with kindness. Isn’t that what mom would want you to do?

I’d love to hear YOUR thoughts.  Share your best ideas, tips and feedback on customer service in the comments below.